Living Your Own Life To Avoid Regrets
This week we conclude our three-part series reflecting on the Commencement Speech Steve Jobs, then CEO of Apple Computer and Pixar Animation Studios, delivered to Stanford University students on June 12, 2005. His speech — told in three stories – offered the graduating seniors advice on how to live their lives after college, told by a man who himself had dropped out of college and yet achieved the highest level of business success.
Each of his three stories was a message unto itself. The first part advised graduates to have the courage to try new things in life without worrying about connecting the dots. The second part advised them to have the courage to find their passion and then do great work by doing what they love. Today we conclude with the third story in his speech. He said it was about death… but actually it really was about life. He advised students to be true to themselves throughout life’s journey in order to avoid having regrets when death inevitably comes calling. In light of his recent passing, his words are particularly poignant. Continue reading
Last week, we began a three-part series reflecting on the Commencement Speech Steve Jobs, then CEO of Apple Computer and Pixar Animation Studios, delivered to Stanford University students on June 12, 2005. His speech basically told three stories. Each was a message unto itself. The first part was about trying new things without worrying about connecting the dots.
This week, we’ll read the second part of his Commencement Speech – just as he spoke it and offer a little further insight. In this story, he talked about finding and doing what you love. This advice is not revolutionary, but neither is it necessarily common or easy to achieve. Mr. Jobs found his passion, lost it, and then found it again. He and the world were the better for it. Continue reading
Many things serve as inspiration for our weekly Monday Mornings column. Over a year ago, a colleague sent me the Commencement Address by Steve Jobs, then CEO of Apple Computer and Pixar Animation Studios, delivered to Stanford University students on June 12, 2005. It was no surprise that Mr. Jobs was a gifted communicator. With very little preamble, he basically told three stories. Each was a message unto itself, and each was inspirational.
As 2011 draws to a close and we begin to think about 2012, Mr. Jobs’ words of wisdom to those graduating students some six to seven years ago about past, present and future are particularly poignant, especially as we contemplate a year gone by that also brought Mr. Jobs’ untimely demise. This week, and for the next two weeks, we’ll share most of that that Commencement Speech — in three parts — and then perhaps dare to add a little insight of our own. His first story was about connecting the dots. Continue reading
Customers do not like to wait. The golden rule in business is that customers should be helped right away. We’re not talking about a manufacturer making a customer wait for the release of a new product or model… which can actually increase brand value by creating excitement and buzz. Instead, we are referring to the time a customer actually waits to be assisted with whatever they need from the business. At an office, a client that is made to wait more than 10 minutes for a scheduled appointment will be irate. At a store, a customer who sees a long line to pay might drop their purchases and leave. At a restaurant, a waiter is expected to welcome patrons within a few minutes of being seated.
Timeliness is directly related to customer satisfaction and customer repeat business. Wait time has an effect on customers that is similar to the effect of price. In fact, many economists view wait time as a form of price. Customers are aware of the price demanded in both money and time and adjust their behavior accordingly.
Clearly, response time matters when servicing a customer in person, but what about on the World Wide Web? Does a company’s response time online matter? For example, does the speed in which a company replies to a customer’s inquiry or request online (speed-to-call rate) really impact whether the ‘lead’ converts to a sale? If you answered yes, you’re absolutely right. However, the extent to which response time impacts online lead conversation may be surprising. Continue reading